Sky Service Cards-Team Leader-Sky Channel-Contact Centre Inbound

6 hours ago

Noida, Uttar Pradesh, India Kotak Mahindra Bank Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Description
As the Team Leader for Sky Service Cards, you will oversee a dedicated team of 15-20 Relationship Managers, focusing on inbound credit card customer queries. Your role is pivotal in ensuring prompt and accurate query resolution, maintaining high customer satisfaction, and driving team performance and efficiency.

Responsibilities
  • Manage and mentor a team of Relationship Managers, providing guidance and support to ensure effective query resolution.
  • Monitor and evaluate team performance, identifying areas for improvement and implementing strategies to enhance productivity.
  • Ensure compliance with company policies and procedures, maintaining high standards of customer service and data security.
  • Collaborate with other departments to resolve complex customer issues, fostering a cohesive and efficient work environment.
  • Conduct regular team meetings, providing updates, sharing best practices, and addressing any concerns or challenges.
  • Train and develop team members, fostering a culture of continuous learning and improvement.
  • Maintain open lines of communication with team members, encouraging feedback and addressing any queries or concerns.
  • Analyze customer feedback and query trends, identifying opportunities to enhance services and improve customer satisfaction.
  • Ensure the team adheres to quality standards and service level agreements, maintaining a high level of professionalism.
Qualifications
  • A minimum of 3 years of experience in a similar team leadership role, preferably in a contact center environment.
  • Strong leadership and mentoring skills, with the ability to motivate and inspire a team.
  • Excellent communication and interpersonal skills, with a customer-centric approach.
  • Proven ability to manage and resolve complex customer queries, with a focus on credit card services.
  • Proficiency in using CRM systems and other relevant software tools.
  • Analytical skills to interpret data and make informed decisions.
  • Flexibility to adapt to changing work priorities and a dynamic work environment.
  • A proactive and solution-oriented mindset, with a focus on continuous improvement.
  • Strong organizational skills and attention to detail.
  • A positive attitude and a passion for delivering exceptional customer service.

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